Each company can connect its own Freshsales CRM to SmartTile today: the credentials are stored encrypted against that company, the connection is tested, and your account owners are read back. The outage automation it is being built for is not switched on yet, and this page says exactly where the line is.
Freshsales is not a ticket system, and SmartTile does not treat it as one — it never appears in the list of places tickets go. It is meant to ride alongside your Freshdesk, so the people who own the customer relationship hear about an outage too. The connection, the credential vault and the calls are built and live; what a company can do with it today is connect, prove the connection and read its owners. Nothing is written to your Freshsales until the outage trigger ships.
| Capability | Status |
|---|---|
| Connect your own Freshsales (domain + API key), per company | Live — ServiceAutomate → Platforms → Freshsales (Freshworks CRM) card. |
| Test connection | Live — reads your owners list; a 401/403 says the key was rejected and where to find a new one. |
| Read my owners | Live — your Freshsales users are read and stored as the pick-list for future settings. |
| Find the CRM account for a company name | Built, API only — POST …/crm/freshsales/lookup returns the matching sales account and its owner. No button in the UI yet. |
| Match the SmartTile company to a Freshsales account (default ON) | Setting stored, not yet acted on. No ticket carries the CRM account today. |
| Create a Freshsales task on a confirmed outage (default OFF) | Setting stored, not yet acted on. The adapter can create the task; the outage engine does not call it yet. |
Settings → API Settings in your Freshsales, copy your API key. Note your domain — the yourco in yourco.myfreshworks.com.
ServiceAutomate → Platforms → open Freshsales (Freshworks CRM) · optional → domain, API key → Save.
Test connection, then Read my owners. The card shows CONNECTED once the test passes.
/selector/ownersTest connection and Read my owners/lookup?q={name}&f=name&entities=sales_accountFind the account (API only today)/tasksTask on the account owner — in the adapter, not yet triggeredTitle: SmartTile alert (the outage summary, up to 240 characters)
Description: the outage detail, up to 5,000 characters
Linked to: the matched Sales Account · Owner: that account's owner
Due: 24 hours after it is raised unless a due time is given
The domain and API key are saved per company and encrypted at rest as one blob. The screen gets back a masked value and an api_key_set flag — the key is never shown again.
Every Freshsales route resolves the company from the signed-in user's own companies; a user cannot read or use another company's connection.
The only calls made are reads (/selector/owners, /lookup). No task, note or record is created in your CRM.
The card is on ServiceAutomate → Platforms for admins, resellers and SmartChoice super admins; saving, testing and discovery need write access.
| Question | Answer |
|---|---|
| Why connect it now? | So the credential is proven and the owners are known before the outage trigger is switched on; nothing changes in Freshsales until then. |
| Does it replace Freshdesk? | No. Freshsales is never a ticket destination. Tickets go to your IT Service Management (ITSM) system — Kaseya (Autotask, BMS), Freshdesk, Freshservice, ServiceNow and the rest. |